Software Support Manager

Reports to: Director of Customer Service 

What we do at OPIE 

At OPIE Software we develop, maintain, and support practice management software for the Orthotics and Prosthetics profession. O&P Clinics around the world use our software to manage all aspects of the care that they provide, from patient intake, scheduling, EMR documentation, purchasing, patient satisfaction, all the way through fabrication, billing and delivery of a prosthetic or orthotic device to the patient. 

OPIE sees a future where advanced tech, data-driven decisions, and shared best practices empower Orthotic & Prosthetic experts around the world to deliver the highest level of patient care and receive the highest level of professional reward. 

For patients, OPIE means better clinical outcomes and more freedom to live their best life with their family and friends. For practitioners, OPIE means a better business model and protecting the profit that allows their clinics to thrive. For the profession of O&P, OPIE means better information and a stronger community of experts.  


Summary of Position:  

The Software Support Manager will be part of the management team of a Gainesville based innovative software development company that serves the Orthotics and Prosthetics profession. In recent years OPIE Software has expanded its scope beyond software development, training, and support with the addition of a membership based network. The network focuses on creating value for members who are users of the software through providing education and consulting along with other benefits that are enhanced through the collective power of data and knowledge sharing. The Support Manager will work closely with the OPIE Software Leadership Team to manage day to day operations of the OPIE and Futura Support team located in the Gainesville and remote offices. The Software Support Manager position is directly responsible for providing quality, personalized, and experienced support to our internal and external customers. This responsibility is delegated to a team of talented individuals who are empowered and motivated to represent OPIE as the premier O&P software solution. Additionally, the Support Manager is responsible for hiring, managing resources, quality assurance, and problem solving. Further responsibilities include the management of Support projects, Knowledge Centered Support initiatives, and career development initiatives.   


Essential Functions   

  • Improve customer service experience, create engaged customers   
  • Foster an environment of learning, sharing, and collaborating for the Support team  
  • Develop an environment focused on both customer education and internal staff development  
  • Utilize resources and assets to achieve qualitative and quantitative goals aligned to strategic initiatives  
  • Develop and maintain service goals, practices, policies, and standard operating procedures  
  • Keep accurate records and document customer service actions and discussions  
  • Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement, education, and empowerment  
  • Develop and maintain a prioritized backlog of projects  
  • Remove impediments faced by the team, and handling escalated issues in a timely and professional manner  
  • Participate in after-hours, on-call, holiday, and emergency coverage   


Required Knowledge, Skills & Abilities:   

  • Excellent knowledge of management methods and techniques  
  • Working knowledge of customer service software, databases and tools  
  • Working knowledge of the Agile / Scrum Methodology  
  • Awareness of O&P industry trends and applications  
  • Ability to think strategically and to lead  
  • Strong client-facing and communication skills  
  • Advanced troubleshooting and multi-tasking skills  
  • Customer service orientation  
  • Ability to work independently and efficiently on concurrent projects  
  • Ability to analyze and troubleshoot complex problems, then propose solutions or recommendations  
  • Ability to express thoughts clearly, listen carefully and respond appropriately  
  • Ability to influence, negotiate and persuade  
  • Self-starter who is able to work without supervision and takes ownership of his/her work  
  • Ability to contribute to inter-disciplinary teams, maintain open communication channels, and facilitate progress toward strategic objectives   


Entry Requirements:    

  • Minimum qualifications    
    • Proven working experience as a manager  
    • 3+ years of experience in customer service, support, help desk  
    • Working knowledge of MS Office (Word, Excel, PowerPoint, Access) internet and Outlook  
    • Strong verbal and written communication skills  
    • Diligent time management and analytical skills 
    • Knowledge of customer service techniques and standards  
    • Working knowledge of KCS v6 Practices   
  •  Preferred qualifications   
    • BS degree in Business Administration or related field  
    • Working knowledge of NetSuite, Right Answers, JIRA, Confluence  
    • Advanced skills in the management of Knowledge Centered Support workflows  
    • Strong familiarity with call center management hardware/software    


Responsibilities & Activities:   

1. Maintain outstanding levels of customer satisfaction and service levels.   

  • Manage escalated issues and customers  
  • Recommend and implement initiatives to deliver greater customer satisfaction  
  • Identify opportunities for Business teams to execute on  
  • Develop and maintain trust with key customer accounts and contacts  
  • Participate in recruitment, hiring, and training functions   

2. Develop and monitor progress of department goals and align them with strategic objectives   

  • Regularly conduct one-on-one feedback sessions with direct reports  
  • Manage quarterly department goals  
  • Participate in strategic planning with cross functional leadership team    

3. Monitor and report KPIs to measure process and individual agent performance   

  • Conduct KCS Process Integration Indicator reporting weekly  
  • Monitor and report monthly on department and individual KPIs  
  • Conduct call and case audits quarterly   

4. Evaluate and improve processes to maximize the performance of the team   

  • Participate in Knowledge Centered Support Council  
  • Identify knowledge gaps and recommend training opportunities  
  • Participate in KCS Evolve Loop activities   

5. Represent the Support Department and the voice of the customer (service perspective) within the company  

6. Participate in software and feature deployment activities  

7. Proactively identify opportunities for education and training, externally and internally  

8. Ensure product update and feature releases are communicated across the team   

How to Apply

Send your resume to our career center on ADP, and include a cover letter that describes why you feel you would be a good fit for our company and the position you are applying for. Keep in mind that we are interested not only in your background and skills, but also in who you are and how you would fit into our team and our vision.

We are passionate about creating a culture inside and outside of our organization that promotes personal and professional growth, constantly challenges the status quo, and of course incorporates a little fun!

About Our Company, Culture and Growth

OPIE Software was started to make a positive impact on the lives of people.

Our market is predominately small, independently owned companies who care for individuals with various orthopedic disabilities and challenges. Our customers enable their patients with mobility and independence through providing custom made artificial limbs and orthopedic braces. Our software platform provides electronic health records, workflow, billing and practice management to over 1600 orthotics and prosthetics facilities.

We are passionate about creating a culture inside and outside of our organization that promotes personal and professional growth, constantly challenges the status quo, and of course incorporates a little fun!